Incident Management in SAP Cloud Solutions

Speaker’s Name/Department (delete if not needed)

Month 00, 2015 Customer
Agenda
Introduction to Embedded Support
Embedded Support for End Users
Embedded Support for Administrators
How to Report System Outage
When to Use Incidents

SAP defines an issue as an unexpected behavior of the system

that:
a) Interrupts the operation of a service, or
b) Reduces the quality of a service immediately or in the near future.
Examples of issues that can occur are:
 An unexpected or unclear error message on the screen
 Incorrect or missing data
 System performance problems

If a user encounters a problem in the application, he can search the

knowledgebase for a solution. If no solution is available, then the
user can report an incident to request help solving the problem.

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Embedded Support Process Flow

Yes
End User

Log incident via

Help Center in Issue No Confirm
SAP system resolved? incident
Administrator

Yes

Take over Push incident

incident Resolve No Respond to
to SAP Cloud
(if admin is not Issue? requestor
Support
end user)
SAP Cloud
Support

Suggest
resolution for
issue

All communication occurs via the SAP cloud system

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Agenda
Introduction to Embedded Support
Embedded Support for End Users
Embedded Support for Administrators
How to Report System Outage
Prerequisite
For Using Embedded Support

A prerequisite for using the SAP cloud solution’s embedded

support is the maintenance of a user’s e-mail address.

A user is unable to update his own e-mail address via self-

services, so be sure to include the e-mail address when
entering employees into the SAP cloud solution.

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Search for a Solution

Any user can search for a solution to his problem within the Help
Center within the SAP cloud solution.

The help documentation that is

relevant to the search is returned
in the Help Resources section If the system administrator
published any custom
documentation that is relevant
to the search, then it is returned
in the Company-Specific Help
section
Some SAP cloud solutions will
search the community and
return relevant content in the
Community Resources
section. This must be Some SAP cloud solutions can
activated in the Advanced search a support knowledgebase
Search. and return relevant articles. This
must be activated in the Advanced
Search.

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Report Incident
Help Center

A user can report an incident from within the Help Center in any SAP
cloud solution and from any screen. Always report the incident from the
screen in which the issue occurs.

Click on Help
First, click on Helpor Help
or Help
Center
Center to opento the
open the
Help Center
pane
Help Center pane

Then click on Report

Incident In case of an abnormal
(some SAP cloud solutions termination, you can click
will show Solve Problem or
Report Incident ) “Report an Incident” from
the error window.
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Category
For New Incident

First, the user chooses the Category that best describes the issue.

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Priority
For New Incident

Second, the user chooses the appropriate Priority.

Issue Priority Description

Critical business processes are affected and crucial
tasks cannot be carried out. The incident requires
Very High immediate attention because it could result in business
downtime for the organization. Security-related incidents
must always be assigned this priority.
Key business processes are affected and important
tasks cannot be carried out. The incident requires
High
prompt attention because it could delay business
processes.
Business processes are affected, but there are only
Medium
minor consequences in terms of business productivity.
Low The issue has little or no effect on business processes.

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Issue Description
For New Incident

The third step is to enter a short description in the Subject line and a detailed description in the
Description area. Always include step-by-step instructions on how to recreate the issue.

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Screen Shot
For New Incident

Whenever possible, use the Annotate Screenshot tool to include a screen shot.

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Submit Incident
Incidents
Once the user saves the incident, the incident is pushed to the system administrator within your
company for further research.
If the user logging the incident is already a system administrator and he checks the Forward to
Provider box prior to saving, the incident is then forwarded to SAP Cloud Support.

Note that only users who have

administrator access rights will have
the Forward to Provider field.

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Track Incident
Via Help Center

An end user can track and update his incidents from within the Help Center of any SAP cloud
solution and from any screen.

Click on Help
First, click on Helpor Help
or Help
Center
Center to opento the
open the
Help Center
pane
Help Center pane

Then click on Track My

Incidents

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End User Incident Documentation
Help Center

For further details related to embedded support for end users, search the Help Center for the key
term “incident” and one of the documents below will be returned:

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Agenda
Introduction to Embedded Support
Embedded Support for End Users
Embedded Support for Administrators
How to Report System Outage
Prerequisite
For Forwarding Incidents to SAP

Before an administrator can forward an incident to SAP Cloud Support, both his e-mail
address and phone number must be maintained.
 A user is unable to update his own e-mail address via self-services, so be sure to include the
e-mail address when entering employees into the SAP cloud solution.
 Populate employees’ phone number(s) when entering the data into the SAP cloud solution for
the first time. Users can also update their own phone numbers via self-services.

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Monitoring Incidents
As System Administrator

Those incidents logged by end users are available in the Incidents view of the Application and User
Management work center with a New status. The administrator selects the incident and clicks Edit.

Note that the Show dropdown box will

filter the results. Be sure to select the
appropriate status to find the desired
incident.

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Assigning Processor
As System Administrator

The administrator then reads the incident description and changes the Action to Start Processing. Once
he clicks Save, he is assigned as the Processor. Alternatively, he can assign another administrator as the
Processor.

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Respond to Requestor
As System Administrator

If the administrator is able to resolve the issue for the end user, he adds a Note for Requester and sets the
Action to Propose Solution.

If the administrator needs additional information from the end user, he adds a Note for Requester and sets the
Action to Send to Requester.

Note that the available Actions vary

depending on where the incident is in the
overall embedded support process.

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Send to SAP Cloud Support
As System Administrator

If the administrator is unable to resolve the issue for the end user, he adds a Note for Provider and sets
the Action to Send to Provider. Once saved, the incident is forwarded to SAP Cloud Support.

Administrators can add additional

attachments to the incident, such as
a screen shot of the error or back-up
documentation, by clicking on the
Attachments tab

Prior to forwarding the incident to SAP,

the administrator should validate the
priority is correct

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Confirmation of Receipt
From SAP Cloud Support

Once the incident is received by SAP Cloud Support, an External Reference ID is identified as the unique
identifier. A Note from Provider is also posted. This typically occurs in 5 minutes or less.

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Communication
With SAP Cloud Support

All communication between the administrator and SAP Cloud Support is handled via the incident Notes
section within the SAP cloud system.

As SAP Cloud Support updates incidents, the administrator is notified via email.

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Confirm Incident
As Administrator

Once the incident is resolved, the administrator can set the Action to Complete.

Alternatively, the administrator can add a Note for Requester and set the Action to Propose Solution,
so that the end user can then confirm the incident is resolved.

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Administrator Incident Documentation
Help Center

For further details related to embedded support for administrators, such as how to communicate with
SAP Cloud Support after an incident is initially logged, search the Help Center for the key term
“incident” and one of the documents below will be returned:

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Agenda
Introduction to Embedded Support
Embedded Support for End Users
Embedded Support for Administrators
How to Report System Outage
Business Center for Cloud Solutions from SAP
For Administrators

Incidents should always be logged from the SAP cloud solution. When this is not possible, for
instance, due to your SAP system being down, the administrator reports the issue via the Business
Center for Cloud Solutions from SAP (https://www.sme.sap.com).

Joe Smith

First, confirm you are logged on as a Then click

customer (your name will show) instead of on Help
“visitor”

Lastly, choose the

appropriate method

Refer to the appendix of this presentation for instructions on how to access the Business Center for the first time.

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Thank you
Contact information:

F name MI. L name

Title
Address
Phone number

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